Refund Policy
Collimate is a usage-metered service: paid charges reflect cloud resources you have already consumed. This policy explains when charges are refundable, how cancellations work, and how to request help. It applies together with our Terms of Service.
1.Usage-based charges are non-refundable
Metered charges — for example, compute-seconds of CPU and memory, storage, and snapshots — correspond to resources that have already been provisioned and consumed on your behalf. Consistent with standard practice for usage-based cloud infrastructure, consumed usage is non-refundable, except where a refund is required by applicable law or expressly granted under Sections 3–4 below.
2.Subscriptions & cancellation
If your plan includes a recurring subscription fee (for example, a monthly Pro base fee):
- You can cancel at any time from the console or by contacting us. Cancellation stops future renewals; your plan remains active until the end of the current billing period.
- Recurring fees already paid for the current period are generally non-refundable, and partial periods are not pro-rated, except where required by law.
- Metered usage accrued during a period remains payable even after you cancel.
3.When we will issue a refund
We want billing to be fair. We will review and, where appropriate, issue a refund or account credit (via Paddle) in cases such as:
- Billing errors — duplicate charges, charges after a confirmed cancellation, or amounts that are clearly incorrect;
- Unauthorized use — charges resulting from confirmed fraudulent or unauthorized access to your account that was not caused by your failure to safeguard your credentials or API keys;
- Failure to deliver — charges for a service we were unable to provide; and
- Extended outages — where an applicable service-level commitment provides for service credits, those credits are your remedy for downtime.
Refunds and credits are assessed case by case and, where granted, are typically limited to the affected charges.
4.Your statutory rights
Nothing in this policy limits rights you have under mandatory consumer law in your country of residence. In particular:
- EU/UK consumers generally have a 14-day right to withdraw from a purchase of digital services. By starting to use the metered Service immediately, you request that performance begin during that period and acknowledge that, to the extent the Service has been supplied and consumed, your right of withdrawal for that consumed portion is lost. Any not-yet-consumed, pre-paid amount remains refundable within the withdrawal period.
- Israeli consumers have cancellation rights under the Consumer Protection Law, 5741-1981, where applicable, subject to its conditions and permitted cancellation fees.
Where the law of your jurisdiction grants you a mandatory refund or cancellation right, that right applies regardless of the general rule in Section 1.
5.Free (Demo) tier
The Demo tier is provided at no charge, so no payment and no refund applies to it.
6.How to request a refund
Contact us at billing@collimate.ai (or support@collimate.ai) within 30 days of the charge, with your account email and the invoice or transaction ID. You can find the transaction ID on the Paddle receipt emailed to you, and you may also contact Paddle directly via that receipt. We will respond within a reasonable time and, where a refund is due, coordinate with Paddle to process it to your original payment method.
7.Chargebacks
If you believe a charge is incorrect, please contact us first — we can usually resolve it faster than a bank dispute. Initiating a chargeback without contacting us may result in suspension of your account while the dispute is investigated.
8.Changes & contact
We may update this Refund Policy from time to time; the “Last updated” date above reflects the current version, and changes apply to charges incurred after the effective date. Questions? Email billing@collimate.ai.